Eptica

SEPTEMBER 2, 2022

To help we’ve answered key questions that end-users ask in our latest blog. You might also be interested in these posts: The 6 benefits of chatbots for housing associations. To help we’ve answered key questions that end-users ask in our latest blog. Tags: Cloud Contact Centre Categories: Best Practice.

Cloud contact 124

Cloud contact Best practices Chatbots Management 124

Mindtouch

DECEMBER 18, 2018

There are good chatbot experiences, and there are bad chatbot experiences. Bad chatbot experiences serve up irrelevant content, ignore (or are incapable of parsing) context, and leave customers frustrated. Optimizing content for chatbots. How, then, do organizations create the kind of content chatbots actually like?

Chatbots 54

Chatbots Journey mapping Self service Analytics 54

Creative Virtual

JANUARY 27, 2022

A chatbot or virtual agent that is treated like an unimportant side project not worthy of dedicated resources will perform like one. Without a working conversational AI technology, you have no working chatbot! Newly implemented chatbots need more attention than well-established ones, so that needs to be reflected in your budget.

Chatbots 52

Chatbots Virtual Agent CRM Technology 52

Comm100

DECEMBER 14, 2022

24/7/365 customer support: Customers don’t have to wait for answers to simple questions, and your customer service reps can be repurposed to other value-adding activities thanks to automation and chatbot support. Merge tags can help you personalize an email beyond just first names. And this coverage extends across multiple channels.

Customer Experience 52

Customer Experience Chatbots Feedback Self service 52

Eptica

JANUARY 9, 2019

Date: Wednesday, January 9, 2019 Author: Anne-Claire Bellec - Marketing Director Reviewing 2018 – our top 10 blog posts from the year. At the Eptica blog we’ve looked at all of our posts from 2018 and come up with a top 10 of the most popular and topical, based on the number of views, comments and general feedback.

Average Handle Time 89

Average Handle Time Best practices Surveys Chatbots 89

Eptica

MAY 15, 2023

Visit our parent company Enghouse Interactive’s site to find out in our new blog post. Visit our parent company Enghouse Interactive’s site to find out in our new blog post. What are the benefits – and challenges - for customer service?

Customer Service 62

Customer Service Chatbots Marketing Management 62

Inova Solutions

NOVEMBER 19, 2019

Over on the Geomant blog , we introduced chatbots as one of the key AI tools in the contact centre. The next question that a business would ask is how they can evaluate whether a chatbot is the right thing for them to start their journey of AI adoption. Add new comment.

Chatbots 40

Chatbots 40

Eptica

OCTOBER 14, 2022

Our latest blog discusses seven areas to focus on to help reduce call abandonment rates. The 6 benefits of chatbots for housing associations. Our latest blog discusses seven areas to focus on to help reduce call abandonment rates. Tags: Call Abandonment Categories: Best Practice. Share this page on: Tweet.

Abandon rate 71

Abandon rate Best practices Chatbots Management 71

Eptica

MAY 14, 2021

Read the full blog post and download the ContactBabel Inner Circle Guide to AI, Chatbots and Machine Learning report here. Tags: Chatbots, machine learning, ContactBabel Categories: AI, Trends & Markets. It explains the current status of AI, use cases that deliver key benefits and the pitfalls to avoid.

Customer Service 72

Customer Service Chatbots Marketing Customer Experience 72

Interaction Metrics

JULY 10, 2023

The first step in analyzing any large unstructured dataset is called “tagging.” ” Whether you’re using AI or a team of researchers to analyze your data, the tagging process is the same – and it requires human input. Tagging is tagging. Does every comment need to be tagged?

B2B 48

B2B Customer Experience Chatbots Feedback 48

Aspect

APRIL 20, 2018

For a company that is trying to decide whether to use chatbots to serve customers, those questions matter. Because companies know that interactions are probably going to begin with a question, they need to program customer service chatbots to determine the intent of the message — i.e., what it is the customer wants.

Chatbots 51

Chatbots Engineering Scripts Banking 51

VirtualPBX

AUGUST 20, 2020

Now consider the boost that adding a voice service to your online chat or automated chatbot can provide to the services you provide and the experience your customers enjoy. Add to Chatbots, Build Personalization. Add to Chatbots, Build Personalization. You might also find it helpful when searching for a specific support article.

Chatbots 104

Chatbots APIs voip Enterprise 104

TMP Direct

SEPTEMBER 16, 2021

If you have gated content that follows a blog post, make sure the blog post has enough valuable information for readers to part with their contact information. Start a blog, optimize homepage and inner content, take advantage of local SEO opportunities and use ‘alt tags’ for images.

B2B 96

B2B B2C Chatbots Advertising 96

Comm100

FEBRUARY 20, 2018

It’s hard to remember a time when Chatbots weren’t a hot (albeit, polarizing) topic in the customer service and tech industries. From customized Chatbots on major brand websites to Siri and Alexa in our own homes, it seems like Chatbots have entered the discussion (and our lives) for good. Why Chatbots?

Chatbots 50

Chatbots Contact Center Benchmark Chief Customer Officer 50

ProProfs Blog

APRIL 23, 2019

When people tag brands on social media, it’s more likely they want to get companies’ attention and direct them to their story. Once a user tags your account, your business profile gets a notification, which is why it’s easy to keep a track of brand mentions. Use Chatbots to Deliver Customer Support Fast. Reply to Brand Mentions.

Customer Support 100

Customer Support Chatbots Feedback Customer Service 100

Nicereply

JUNE 2, 2022

Are they public Twitter tweets tagging and mentioning your brand? Use a chatbot. Are they the type chatbots can handle, or are they online customer engagement that needs an actual person to solve? Chatbots provide intelligent, automated responses to customers based on FAQs. What is the nature of these queries?

Customer Service 97

Customer Service Chatbots Customer Support Accountability 97

JustCall

AUGUST 8, 2023

To lower and identify potential reasons for cart abandonment, businesses are leveraging AI-powered chatbots to intervene during the checkout process. You must also optimize the product tags and descriptions to continuously improve search relevance based on user behavior.

Chatbots 52

Chatbots Abandon rate Customer centricity Personalization 52

AWS Machine Learning

JULY 5, 2023

This service can be used by chatbots, audio books, and other text-to-speech applications in conjunction with other AWS AI or machine learning (ML) services. For example, Amazon Lex and Amazon Polly can be combined to create a chatbot that engages in a two-way conversation with a user and performs certain tasks based on the user’s commands.

APIs 67

APIs Chatbots Education Accountability 67

Eptica

AUGUST 23, 2017

Author: Vincent Giraud As I’ve discussed in previous blogs , consumers in Asia are leading the way when it comes to technology adoption, helping to drive rising expectations of the experience they receive from brands. Date: Wednesday, August 23, 2017 Instant messaging and customer experience in Asia. Published on: August 23, 2017.

Customer Experience 100

Customer Experience Chatbots Transportation Airlines 100

Nicereply

NOVEMBER 5, 2019

Chatbots or Agent Assistants. I completely understand the hesitation to deploy a chatbot. If your customers frequently need updates on tasks like shipping and delivery, bank transactions or reports, a chatbot can help reduce the strain on your human support team. The other alternative is to use an agent-side assistant.

Customer Service 96

Customer Service Chatbots Customer Support Enterprise 96

Creative Virtual

JULY 1, 2021

Whilst chatbots and virtual agents have been around for a long time, it’s relatively recently that they’ve become ubiquitous within the enterprise. These tools come with a lower price tag but end up negatively impacting the organisation’s bottom line by harming the customer experience and eroding customer loyalty.

Enterprise 52

Enterprise Virtual Agent Chatbots Consulting 52

ProProfs Blog

OCTOBER 13, 2020

We’ll help you learn everything about FCR in this blog post. And for support tickets, the agent who comes across the new ticket can add the department tag or assign it to someone belonging to a specific department. A lot of them would avoid having a conversation with a chatbot because it lacks the human touch they need.

Banking 148

Banking Interactive Voice Response Chatbots Metrics 148

Eptica

AUGUST 5, 2020

That’s why we have been running a three-part blog series to help brands optimise their customer service operations and be ready ahead of the busiest time of the year. That’s why we have been running a three-part blog series to help brands optimise their customer service operations and be ready ahead of the busiest time of the year.

Customer Service 112

Customer Service Self service Best practices Consulting 112

Mindtouch

JANUARY 31, 2018

Feed your chatbot – Chatbots are on the rise for a reason: they can solve simple cases that can otherwise take up 70-80% of the typical rep’s day. The better you structure, tag, and organize content, the more effective your chatbots will be. And guess what?

Abandon Call 63

Abandon Call Chatbots Self service CRM 63

Eptica

MAY 16, 2018

AI can help reduce workloads within the customer service team, both by providing self-service through websites and chatbots , and by empowering agents with template-based answers that can then be personalized and sent to customers. Consumers want fast, accurate answers – and they aren’t willing to wait. Share this page on: Tweet.

Customer Experience 69

Customer Experience Chatbots Self service CRM 69

Nicereply

OCTOBER 29, 2020

The software used by HLC also allows chat tagging, which enables the company to tag live chat conversations with tags like product, freight, and warranty to solve such issues proactively. Use Chatbots for Personalization. Consumers are using AI more and more and have become more positive about using chatbots over time.

Customer Experience 40

Customer Experience Chatbots Multichannel Self service 40

AWS Machine Learning

MAY 25, 2023

Amazon Lex provides the framework for building AI based chatbots. We implement a chatbot application in Streamlit which invokes the function via the API Gateway and the function does a similarity search in the OpenSearch Service index for the embeddings of user question. Select the notebook aws-llm-apps-blog and choose Open JupyterLab.

APIs 76

APIs Enterprise Accountability Chatbots 76

AWS Machine Learning

MARCH 6, 2024

This includes large language models (LLMs) pretrained on huge datasets, which can then be adapted for specific tasks, like text summarization or chatbots. Because we can represent proteins as sequences of characters, we can analyze them using techniques originally developed for written language.

Scripts 91

Scripts Biotechnology Healthcare Accountability 91

JivoChat

JUNE 29, 2023

In this blog post, we’ll delve into the key strategies that successful E-commerce entrepreneurs and key opinion leaders employ to create an unforgettable brand experience. To provide exceptional customer service, you can use tools like chatbots, self-service portals, and social media to provide quick and responsive customer support.

Analytics 88

Analytics Chatbots Feedback Surveys 88

JustCall

JANUARY 29, 2024

Guessing you have skimmed over quite a few (read many) blogs pitching JustCall against Convoso, let’s put a full stop to your search with this ultimate JustCall vs Convoso comparison right here. Imagine your agents instantly connected with hot leads, the moment they enter your CRM or hit a priority tag. And why not?

Sales 52

Sales Abandon rate APIs CRM 52

Expivia

APRIL 29, 2021

Users can easily make their problems about your company public by tagging you in a tweet. You can use chatbots, make payments, send files, engage in group chats, and even play games. . Respond to a negative post, and tag them by saying, “Hey, @SallySmith, I’m sorry to hear this. And you need to respond quickly. Be Proactive.

Call Center 90

Call Center Customer Service Best practices Contact Center 90

Eptica

MAY 8, 2019

He has thirty years’ experience in AI research, with a PhD from Carnegie Mellon University and his blog on Sina Weibo has over fifty million followers. The first post covers the difference between bots and chatbots , with the second and third discussing different parts of AI and their impact on CX.

Chatbots 55

Chatbots Best practices Engineering Education 55

Eptica

DECEMBER 20, 2017

Based on the topics covered in the Eptica blog that received the most interest, we’ve put together a top 7 posts from across 2017. Chatbots and bots - what they mean for customer experience Chatbots and artificial intelligence were the top CX technology story of 2017. Read all six key conclusions in the post.

Chatbots 48

Chatbots Multichannel Customer centricity Analytics 48

Nicereply

MARCH 2, 2022

And, for prospects, it is almost always a non-authenticated part of the journey, and SEO and tagging are much more important. The other is Chatbot and Decision trees. The post Support Talks: The Future of Knowledge Management appeared first on Customer Happiness Blog. This has to be a priority.

Management 97

Management Chatbots Metrics Technology 97

Creative Virtual

APRIL 9, 2020

So far in this series we have discussed using chatbots, virtual agents and conversational AI to offer easy-to-use customer self-service (Part 1) and as an Agent Assist tool to support contact centre agents (Part 2). AI-enhanced chatbots and virtual agents empower employees to self-serve when and where they need support.

Self service 52

Self service Virtual Agent Chatbots Entertainment 52

aircall

SEPTEMBER 6, 2021

That’s a feeling that’s tough to replicate with chatbots or slow-moving email support. Customers don’t feel like they can get clear solutions or empathy from chatbots, at least, based on their past experiences with using them. Integrate CRM into the process to tag calls and receive insight cards. Preferred Communication Methods.

Interactive Voice Response 93

Interactive Voice Response Wait times outsourcing Call Center 93

Lumoa

JUNE 26, 2023

They want to browse online, pick up offline, and tag your brand on social media. You can leverage AI chatbots and automated messages to solve customer queries. For in-store assistance, you can engage brand representatives or provide scannable codes to access online chatbots.

Customer Experience 83

Customer Experience Metrics Banking Surveys 83